Hep Desk Support

Job Summary:
If you are seeking a new opportunity, looking to grow in your career, or you know someone who is - we want to hear from you!


Responsibilities:

• Candidate needs to be very articulate, sharp and energetic. Must be able to pay attention to detail and the ability to follow processes and procedures. Experience with using a knowledge database to resolve issues will be extremely useful.
• Take incoming Desktop Hardware and Software support calls for end users
• Majority of calls will be password resets, network and wireless connectivity issues, issues with Outlook, MS Office and proprietary applications.
• Call should be kept at 3:30 to 4:00 average talk time
• All Approx. 60% of Calls with be resolved at Tier 1 remaining 40% will be escalated per request of client to ensure incoming call answer time is low.
• Perform Password Resets on multiple systems and hosts
• Supports Enterprise Wireless Operations
• Provide first and second level support for remote user laptops
• Provide support for company VPN/Remote solution.
• Prioritize and escalate issues to other management/staff
• Provide international support for overseas operations.
• Communicate, and/or Escalate to 2nd Level Support Teams, if need exists
• Enter pertinent information and updates of reported incidents in ServiceNow
• Reset client passwords according to information security guidelines.
  
   

SKILLS REQUIRED:

• Minimum 1 year previous inbound customer service/help desk experience
• General knowledge of computer products, software and applications
• Experience with a ticketing software such as Peregrine, or Remedy, HP Service Manager, or ServiceNow
• Experience working in a technical help desk
• Exceptional customer service/people skills
  
   

Qualifications:

• Experience level: Entry Level
• Minimum 1 year of experience
• Education: No Degree Required

Skills:

• Help Desk Support